Customer Experience Associate: Frontline Support

Careismatic Brands; Los Angeles (CA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

401(k)

Flexible spending account

Health insurance

Life insurance

Paid time off

Vision insurance

Job summary

Careismatic Brands seeks a Customer Experience Associate in Sherman Oaks, CA to be the first point of contact for customers, answering questions, resolving issues, and ensuring a positive experience. The role involves handling inquiries via phone, email or chat, processing orders and returns, and logging interactions in the CRM.

You will collaborate with sales and technical teams as needed, maintain accurate records, and provide clear information about products, pricing, and policies.

Qualifications

• Excellent communication skills, both verbal and written.
• Empathy, patience, and active listening to address customer needs.
• Ability to think quickly and resolve issues efficiently.
• Ability to manage multiple tasks and prioritize effectively.
• Experience using customer service software (CRM systems) and office software.
• Accurate in documenting interactions and transactions.
• Willingness to collaborate with the team.

Responsibilities

• Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
• Address customer complaints, concerns, or technical issues, offering appropriate solutions.
• Provide customers with accurate information about products, services, pricing, and policies.
• Process orders, returns, exchanges, and cancellations.
• Maintain accurate records of customer interactions, transactions, and feedback in the CRM.
• Resolve product or service issues by investigating root causes.
• Follow up to ensure customer satisfaction after resolutions.
• Collaborate with sales or technical support for complex issues.

Skills

Verbal & written communication

Empathy & active listening

Problem solving

Prioritization & multitasking

Documentation accuracy

Team collaboration

CRM software

MS Office / Google Workspace

Tools

CRM Software

MS Office / Google Workspace

Job description

Careismatic Brands seeks a Customer Experience Associate in Sherman Oaks, CA to be the first point of contact for customers, answering questions, resolving issues, and ensuring a positive experience. The role involves handling inquiries via phone, email or chat, processing orders and returns, and logging interactions in the CRM.

You will collaborate with sales and technical teams as needed, maintain accurate records, and provide clear information about products, pricing, and policies.